Thorn

Support Engineer

• Work closely with customers to guide them through the onboarding process for products like Safer and Thorn Detect, helping them understand setup and troubleshoot common technical issues.
• Provide timely, thoughtful support to users with varying technical backgrounds, managing the day-to-day customer experience and escalating issues or feedback to Product, Engineering, or Account Managers when appropriate.
• Operate as a technical advocate for customers by clearly communicating their needs, questions, and constraints to internal teams, while balancing customer expectations with technical realities.
• Collaborate with Product, Engineering, Data Science, UX, Account Managers, and Sales to support a cohesive experience for prospects and customers from onboarding, support, and ongoing product use.
• Use support tooling such as ticketing systems, Slack, Zoom, and email to track requests, document resolutions, and ensure clear communication and timely follow-through internally and externally.
• Contribute to internal and customer-facing documentation by helping keep onboarding materials, support guides, and best practices accurate and up to date.
• On-Call Participation: This role may participate in an on-call rotation and respond to critical issues outside of regular business hours. Availability during evenings, nights, weekends, and holidays may be required to ensure continuity of service and support.